Customer Care Team Lead

As a Customer Care Team Lead, you will be responsible for providing exemplary customer service while leading a team of customer care representatives. Your primary duties will include supervising and guiding the team to ensure they meet and exceed customer satisfaction goals. You will be tasked with handling escalated customer inquiries and resolving issues in a professional and efficient manner. Additionally, you will be expected to coach and train team members to enhance their customer service skills and overall performance. This role requires strong leadership abilities, excellent communication skills, and a passion for delivering exceptional service. The ideal candidate will have previous experience in a customer service role and proven leadership skills.

Responsibilities

• Supervise and mentor a team of customer care representatives.
• Monitor team performance and provide ongoing coaching and feedback to improve customer service quality.
• Handle escalated customer inquiries and complaints in a timely and professional manner.
• Develop and implement training programs for new and existing team members.
• Create and maintain a positive and supportive work environment for the team.
• Analyze customer care data and metrics to identify trends and make recommendations for improvement.
• Collaborate with other departments to address customer issues effectively.
• Ensure team compliance with company policies and procedures.
• Prepare regular reports on team performance and customer satisfaction levels.
• Stay updated on industry trends and best practices to continuously enhance the customer care team's performance.